Front Desk Lead
About the Role
The Front Desk Lead is a senior member of the reception team who leads by example and supports the consistent delivery of AIRE's service standards. While remaining actively involved in frontline operations, the role provides day-to-day guidance to Receptionists, helps ensure a smooth operation and exceptional guest experience, and does the department's more sensitive tasks like cash handling, tip management, sales and upselling, guest concerns, and special requests.
Key Responsibilities
- Oversee reception desk opening and closing procedures.
- Lead by example and promote the consistent delivery of AIRE’s service standards.
- Manage guest check-outs, payments, cash reconciliations, and tip distribution processes, ensuring accuracy while confirming guest satisfaction and addressing any concerns before departure.
- Act as the first point of escalation for guest concerns, complaints, and special requests, resolving issues whenever possible and escalating when necessary.
- Perform active sales and upselling of experiences, retail products, and enhancements to maximize guest satisfaction and revenue opportunities.
- Ensure cleanliness, organization, ambiance, and brand standards are maintained in the whole area: reception, backstage of reception, guest restrooms.
- Support the daily coordination of reception activities, acting as the main operational reference for the team during the shift and the primary point of contact with the Bathhouse team.
- Monitor reception inventory and report replenishment needs.
- Manage L&F articles.
- Operate reservation, payment, and operational systems accurately and efficiently while supporting check-in and reception duties when required.
- Provide day-to-day guidance and coaching to Receptionists, promoting best practices, accountability, teamwork, and compliance with AIRE standards.
- Act as the main operational reference for the reception team during the shift in the absence of the Manager or Assistant Manager, while serving as the primary point of contact with the Bathhouse team.
Qualifications
- Degree in Tourism, Hospitality / Business Administration, preferred.
- Minimum of 2 years' experience in a front desk role, required.
- At least 1-2 years of supervisor experience, preferred.
- Excellent verbal and written communication skills, required.
- Proficient in Microsoft Office, preferred.
- Maintain company standards of luxury, glamour, warmth, energy, and accommodation.
- Strong customer service mentality with experience catering to high-end clientele.
- Friendly, energetic, outgoing, and personable demeanor.
- Heightened sense of organization and ability to follow detailed instructions.
- Ability to prioritize, organize, and make appropriate judgment calls in a fast-paced environment.
- Ability to stand for prolonged periods of time; bend and lift up to 20 pounds.
- Flexible with schedule. Weekend and holiday hours required.
Benefits
- Pay: $21.50/hour plus tips.
- United Healthcare Insurance: medical (major), dental, and vision.
- Sick days (5).
- Growth opportunities.
- 401K savings plan.
- Commuter Benefits Program.
- Complimentary Bath Experience (once a month).
- Employee Bath Experience discounts (including friends/family).
- Employee Perks Program (TicketsAtWork).
- Employee Referral Bonus Program.
About Us
AIRE Ancient Baths are temples dedicated to the creation of the ultimate relaxation experience, where time does not exist. Inspired by the tradition of baths from ancient Roman, Greek and Ottoman civilizations, the AIRE Experience always takes place in restored historical buildings in the center of globally acclaimed cities. At AIRE we are proud to have an international presence with 10 established centers: Toronto, Upper East Side, Tribeca, Chicago, London, Copenhagen, Barcelona, Sevilla, Almeria, and Vallromanes. We are already looking into the future and moving onwards, with our soon-to-be-opened, Los Angeles facility 2026. We are even prouder of the caring, inclusive, and familiar work environment we have created for all our employees.